Senior Product Manager – Customer Success AI & Automation
About the role
athenahealth is seeking a highly autonomous Senior Product Manager to own and drive product strategy, roadmap execution, and operational transformation across our Customer Success ecosystem. This role will lead AI-enabled customer journey, workflow automation, intelligent routing, and enterprise service experiences through strong systems thinking, platform strategy, operational rigor, and measurable business impact.
Responsibilities
- Own and drive product strategy across Customer Success AI, workflow automation, support tooling, and operational transformation initiatives.
- Develop unified product roadmaps aligned to customer experience goals, operational scalability, adoption metrics, and organizational strategy.
- Translate ambiguous business opportunities into clear product direction, prioritization frameworks, and executable delivery plans.
- Drive build-versus-buy decisions across enterprise platforms, AI-enabled workflows, customer support tooling, and operational systems.
- Leverage enterprise platform capabilities including Service Cloud, Agentforce, Gainsight, Coveo, Cloud Coach, NICE, workflow orchestration tools, and AI-enabled customer success capabilities.
- Partner with engineering, architecture, operations, vendors, and consultants to evaluate scalability, feasibility, operational burden, maintainability, and long-term strategic alignment.
- Operate autonomously to identify priorities, drive discovery efforts, and progress workstreams without continual direction.
- Lead executive-ready communication including roadmap updates, delivery risks, mitigation plans, stakeholder asks, and escalation management.
- Drive holistic customer experience improvements across support, onboarding, care, and customer success interactions.
- Evaluate AI-powered customer engagement capabilities including conversational AI, intelligent routing, workflow automation, and agentic systems.
Qualifications
- 5+ years of Product Management experience in enterprise SaaS, AI products, workflow automation, customer success tooling, operational platforms, or enterprise transformation initiatives.
- Experience owning product strategy and roadmap execution across complex cross-functional environments.
- Experience evaluating build-versus-buy decisions across enterprise platforms and AI-enabled ecosystems.
- Experience leveraging Salesforce Service Cloud, Agentforce, Gainsight, Coveo, Cloud Coach, NICE, workflow orchestration systems, or AI-enabled customer success capabilities.
- Strong systems thinking, operational problem-solving, and strategic prioritization skills.
- Demonstrated ability to independently drive ambiguous workstreams from strategy through execution.
- Strong executive communication, stakeholder management, and organizational influence skills.
Expected Compensation
$141,000 - $239,000
About Athenahealth
Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
About the Company Culture
Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count.
DEI Commitment
We prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers, and the communities where we work and serve.